Creating Documents
Upload documents and content that your AI employee uses to answer company-specific questions during calls.
Creating Documents
A knowledge base gives your assistant access to your organization's specific information — product details, pricing, policies, FAQs, and procedures. During calls, the assistant retrieves relevant content from the knowledge base to answer questions accurately instead of guessing or hallucinating.
How It Works
Fonify uses Retrieval-Augmented Generation (RAG) to connect your knowledge base to the assistant's conversation abilities.
Add documents, text, or URLs to your knowledge base.
Fonify splits your content into chunks, generates embeddings, and indexes them for fast retrieval.
When a caller asks a question, the assistant searches the knowledge base for relevant chunks and incorporates them into its response.
The assistant only uses knowledge base content when it is relevant to the caller's question. It does not recite the entire knowledge base — it retrieves and synthesizes the most pertinent sections.
Supported Content Types
Documents
Upload PDF, DOCX, or TXT files. Fonify extracts and indexes the text content automatically.
Web Pages
Provide a URL and Fonify will crawl the page, extract its content, and add it to the knowledge base.
Plain Text
Paste text directly into the editor. Useful for FAQs, quick-reference notes, or custom content not available as a file.
Creating a Knowledge Base
Go to Training > Documents in the sidebar. Click Create.
Give your knowledge base a descriptive name (e.g., "Product Catalog Q3 2026" or "Return Policy"). Add an optional description to help your team understand its purpose.
Choose your content type and upload files, paste URLs, or enter text directly. You can add multiple items to a single knowledge base.
Fonify will process your content — this typically takes a few seconds for text and up to a minute for larger documents. The status indicator shows progress.
Open your assistant's settings, go to the Knowledge tab, and select the knowledge bases you want to attach. An assistant can have multiple knowledge bases.
Managing Content
Once created, you can update your knowledge base at any time:
| Action | Description |
|---|---|
| Add items | Upload additional documents or URLs to expand coverage |
| Remove items | Delete outdated or incorrect content |
| Re-process | Force a re-index after updating a source document |
| Preview chunks | View the individual text chunks the system created to verify correct splitting |
Tip
Keep your knowledge base focused. A smaller, well-curated set of documents produces better retrieval accuracy than a large dump of loosely related content. Create separate knowledge bases for distinct topics.
Best Practices
- Structure your content clearly: Use headings, bullet points, and short paragraphs. Well-structured documents produce better chunks for retrieval.
- Include Q&A pairs: If you have common questions and their answers, add them as-is. The RAG system excels at matching question-to-question patterns.
- Keep content current: Outdated information in the knowledge base will lead to incorrect answers. Set a recurring reminder to review and update content.
- Test with real questions: After adding content, test your assistant by asking the types of questions your callers would ask. Check that the retrieved answers are accurate.
Knowledge base content is workspace-scoped. Team members with access to the workspace can view and edit all knowledge bases. Do not upload sensitive credentials or internal-only data unless your workspace access is appropriately restricted.
Limits
There is no per-package cap on how many documents you can add. Keep the content current rather than large: an outdated document makes the assistant give an outdated answer.